Support Incident Manager

Key Responsibilities

Incident Management
- Lead cross-functional response to high priority, high visibility, complex critical incidents.
- Calmly assess situations and command flawless execution of the incident response process to high-profile, high-impact escalations, to drive customer loyalty
- Ensure the flow of information by pulling in appropriate resources as needed, ensuring stakeholders are keeping customers updated
- Formulate a strategy and deliver on communications to both internal Support stakeholders and also Sales leadership.
- Collaborate with Support leadership to align on and execute upon on-going improvements to process, metrics, and framework.
- Influence and make decisions through the interpretation of data and the consolidation of input from multiple stakeholders.

You May Be a Good Fit If You
- Enjoy a fast-paced work environment, crafting strategic and rapid fixes to high-intensity problems.
- Have a keen eye for detail and a high bar for quality.
- Are comfortable navigating through ambiguity, while identifying areas for process improvement and establishing best practices.
- Have public or user-facing experience in ensuring communications are clear and succinct.
- Can problem-solve and translate complicated technical issues into solutions, while keeping a users-first mindset.
- Have an ability to execute on and deliver complex operational projects involving multiple stakeholders.
- Have operational awareness. You have a sense of the big picture in an organization you inhabit, how team members individual goals contribute to that, and how they can help team members navigate best within the big picture.

Minimum Requirements:

- 4+ years experience in a technical support environment, handling highly complex issues.
- 4+ years of Incident Management or Incident Command driving resolution on high visibility customer-impacting incidents
- Excellent communication skills in English
- Strong operational and services experience in a Cloud services/web-scale delivery environment.
- Good to Have - ITIL Certification